Alfresco Garners Industry Recognition for Innovation in Customer
Support

Alfresco Awarded Omega NorthFace ScoreBoard Award for Third
Consecutive Year

June 20, 2017 08:30 AM Eastern Daylight Time

SAN MATEO, Calif.--(BUSINESS WIRE)--A leader in transforming digital business flow in the enterprise, Alfresco
Software today announced that it has been recognized for its
innovation in delivering superior customer support. Omega, a leading
organization recognizing achievements in customer support, named
Alfresco a winner of the Omega
NorthFace ScoreBoard (NFSB) Award for Outstanding Customer Service
for the third consecutive year. In addition, Alfresco’s high-touch
support approach contributed to 56 percent of customers reporting that
they realize value from Alfresco in less than six months.

Feedback from Alfresco customers includes:

“I really appreciated that someone was monitoring this 24x7, and the
handoff from zone to zone was seamless. I was also notified each time
the handoff occurred. Everyone was very nice and helpful. Thank you.”
- a property insurance underwriting association

“The feedback on the issue was simply ASTONISHING; amazing is a short
word for it. Thanks a lot for the support.” - a communication
management consulting company

“If I could give more than 5 I would. Everything from helping me
business analyze the best solution to helping me implement the
technical solution. Jennie was there step by step. She put in a huge
effort to be detailed so I would understand and even connected with me
online when I had problems. What she has helped me accomplish not only
solves my particular case, but it helps with other projects that I
know we will need to do the same for. Truly appreciate her being there
and helping us get a handle of how to do these development changes.” - a
county air pollution control agency

“The support that we provide directly impacts our customers' ability to
execute their own digital transformations,” said Andrea Lagan, Chief
Customer Officer at Alfresco. “Our platform is at the core of many
critical processes and transformative efforts for thousands of companies
around the globe. Any delay or difficulty in implementing solutions
using our platform can impact adoption and lead to additional cost, so
our focus on improving our own processes ultimately lowers the time it
takes for customers to drive similar transformations in their own
businesses.”

One key element to the Alfresco customer support team’s success is
aligning customer and support team training. All support staff attend
Alfresco University for training, just as customers do. And to improve
the consistency and speed of support engineer onboarding, Alfresco’s
goal is to have all new hires prepared to attempt Alfresco’s four
certifications within six months of employment.

Alfresco’s customer support organization also recently launched two
initiatives that are already having a positive impact on customer
success.

Collaborative Case Handling – Where a traditional support
organization would assign a case manager and walk through a series of
tiered actions based on the problem’s level of difficulty, Alfresco
provides case managers triage from expert support at the outset of a
case, as well as a collaborative framework, which allows them to
address critical problems more quickly.

Knowledge-centered Support – To ensure that recurring issues
are solved quickly, Alfresco support engineers address customer
problems while simultaneously authoring content for use by the support
team and customers alike.

In selecting its annual award winners in customer support excellence,
Omega reviews customer satisfaction survey results from over 500
companies on average to determine their qualification for the NFSB
Award. Companies must achieve a customer satisfaction rating of 4.0+ out
of a possible 5.0 score (or equivalent rating system) over a 12-month
calendar period to be recognized. Alfresco’s focus on continuous
improvement in its customer support processes well exceeds the 4.0
marker. 2014, 2015 and 2016 were years of very high performance, with
customer satisfaction scores improving from an average of 4.5 out of 5.0
to an average of 4.6 out of 5.0.

“Since rolling out our latest initiatives, we're seeing our customer
satisfaction scores for the current quarter averaging nearly 4.7 out of
5.0,” said Justin Adams, Vice President of Customer Support. “This was a
really well designed process and launch, produced and implemented by the
team members themselves, and has begun paying immediate dividends
directly to our customers in reduced times to handle and solve cases.”

The Alfresco
Digital Business Platform is an open, modern and secure platform
that intelligently activates process and content to accelerate the flow
of business. Accompanied by Alfresco Support, customers have access to
all the tools they need to successfully implement and manage Alfresco,
including the Alfresco Support Portal and knowledge base, product
documentation and downloads, support alerts and notifications, support
handbook and more.

Alfresco is an enterprise open-source software company focused on
advancing the flow of digital business. The company provides a better,
more effortless way for people to work, making sure they have the
information they need, exactly when they need it most. The Alfresco
Digital Business Platform is used to digitize processes, manage content
and securely govern information. Alfresco helps over 1,300
industry-leading organizations including Cisco, Bank of NY Mellon,
Liberty Mutual, Capital One, US Department of Navy, and NASA be more
responsive and competitive. Founded in 2005, Alfresco has its U.S.
headquarters in San Mateo, California, and European headquarters in
Maidenhead, UK. For more information on Alfresco, please visit http://www.alfresco.com.